Client Service Supervisor

Job Title: Client Services Supervisor
Reports To: The Client Services Supervisor will report to the Client Services Manager Client Manager Client Director or equivalent leadership.

Job Overview:
SPS is seeking a dynamic individual to enhance Records & Information compliance for our clients across industry verticals. This position is part of subject matter experts responsible for building internal relationships creating strategies and supporting operations with program maturity. This position requires strong technology skills with experience developing and leading initiatives to transition to less paper addition this position is responsible for daily service delivery employee management and overall customer satisfaction. The individual will act as the primary daily client contact in correlation with the Client Service Manager.

The Client Services Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery employee management overall customer satisfaction and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required.
Overall this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt courteous and efficient service.

Duties and Responsibilities:
To succeed in this position an individual must be able to perform each essential duty satisfactorily. The responsibilities listed below are representative of the knowledge skill and/or ability required.

Key areas of focus will include but are not limited to:
Oversees service delivery.
Manages the receipt delegation and successful completion of all client requests.
Meets all client and SPS deadlines.
Manages all resources within the operation including people hardware/software and facilities.
Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO sickness and emergencies.
Maintains a safe working environment for the SPS staff.
Tracks all client requests using the approved tracking mechanism and performances.
Maintains metrics for monthly reporting of KPIs/SLAs.
Oversee all equipment supply and messenger vendors to comply with SPS contract.
Performs multiple daily walkthroughs to observe team performance firsthand.
Document any incidents and inform Client and SPS immediately.
Oversee and reports on financial performance.
Maintains site P&L at proforma levels or above.
Consistently executes all deadlines to be met for payroll billing & A/R collection.
Oversee monthly budget forecasts for the account.
Grows the existing account year-over year.
Insures client & employee engagement.
Maintains Client Satisfaction Index (CSI) at or above previous score.
Participate in monthly and quarterly client business reviews.
Maintains Employee Satisfaction Index (ESI) at or above previous score.
Participate in SPS sponsored events.
Establishes and maintains accountability to Client Services Manager and/or higher-level leadership.
Coaches develops and cross trains operations team to grow their careers.
Sets and communicates to each staff member individual responsibilities operational issues/concerns daily goals service improvements and customer expectations.
Develops appraises and counsels staff to reduce turnover improve employee satisfaction and increase promotability of staff members.
Maintains consistent documentation monitoring the status of each employee.
Provides annual employee performance evaluations and reviews as directed by SPS.
Insures operational excellence.
Performs strict adherence to all SPS policies & procedures.
Serve as a knowledge resource regarding SPS policies and procedures
Meets or exceeds all contractual and client KPIs/SLAs.
Immediately reports any personnel security or data breach incidents to SPS leadership team.
Proactively institutes the SPS Governance Model to ensure client satisfaction.
Standardizes policies and procedures including monthly statistical reporting and benchmarks.
Drives operational improvements and solution design.
Troubleshoots and resolves all client site management and site staff issues.
Coordinates implements and oversees any special projects.
Coordinates and leads vendor partner negotiations.
Manages site financials in terms of hours gross margin spread profitability and growth.
Serves as a knowledgeable resource regarding OSHA EEOC and process for handling complaints.
Manages direct reports including managerial staff.
Assists in the development of training materials and execution of formal training sessions.
Supports business development internally and as directed.
Maintains consistent communication with Client and SPS at all levels.

Competencies:
Results-oriented.
Driven by client satisfaction.
Strong integrity solid business ethics.
Strong project management skills
Prepare and present client reports including forecasting trends and identifying opportunities
Effectively present information and respond to questions from supervisors clients and employees
Excellent presentation and interpersonal skills.
Excellent English written and oral communication skills.
Expert in customer service skills professional attitude and appearance.
Good organizational skills.
Ability to maintain confidentiality.
Attention to detail.
Ability to function with a high level of patience tact and diplomacy to defuse anger and collect accurate information.
Able to convey information and ideas through speech in ways that others will understand.
Able to listen to and understand information and ideas presented through spoken words and sentences.
Able to speak clearly so listeners understand identify and understand the speech of another person.
Be personable articulate knowledgeable and professional in presenting oneself in a professional setting.
Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:
High School Diploma (or equivalent) required. Bachelors Degree or higher preferred.
Minimum of 3 years of experience in high level relationship building and operational management.
Previous management/ supervisor experience overseeing 5-10 employees.
Certified Records Manager (CRM) CRM candidate or Information Governance Professional (IGP) preferred.
Experience must include developing planning and implementing programs (electronic & paper) including records retention.
Strong technical skills required include working knowledge of leading records management software programs document management systems.
Ability to perform benchmarking assessments and collect analyze and interpret data.
Ability to assist in the design and implementation of customized workflows.
Stay on top of industry trends and emerging technologies.
Strong project management skills
Ability to build business relationships and interact effectively with C level executives.
Solid understanding of selling skills.
Exceptional computer skills.
Industry related experience a plus.
Driven by client satisfaction with proven track record of diplomacy and ownership.
Strong integrity solid business ethics.
Strong team approach to account management.
Creative strategic thinking and performance.
Required to maintain an overall professional appearance and attitude.
Adhere to all policies and procedures required.

Physical Demands:
Fine and/or gross motor skills including the ability to grasp lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
Ability to walk bend kneel stand and/or sit for an extended period of time.
Manual dexterity required for operating office machinery (phone copy machines binding equipment etc.).
Physically able to talk on the phone and input data simultaneously.
Ability to lift or move 40 lbs. or greater frequently.

Specific vision abilities required by this job include close vision distance vision ability to adjust focus and ability to match or may include detection of differences between colors including shades of color and brightness

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Supplemental Life Insurance Accident Insurance Critical Illness Hospital Indemnity Legal Program Identify Theft Protection Pet Discounts Pet Insurance Group Home and Auto Insurance EAP Short Term Disability Life Insurance Education Discounts 401k w/ matching Entertainment Discounts & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America our services include Mailroom Management (both physical and digital) Office Services such as Reception Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking insurance legal higher education advertising and other professional services including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools prompts scripts or real-time assistance (including but not limited to chatbots AI-generated responses or transcription-based tools) during any and all interviews over any forum or platform.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application by hitting Submit Application you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or if you are employed by SPS can be grounds for immediate termination from this company.